www.competella.com1

Competella Unified Communication Suite

Release 2.5

Release 2.5

www.competella.com2

Competella is pleased to announce the release 2.5 of the Competella Unified

Communication Suite. The release is available to all customers as a part of Competella

Software Assurance and is published on Competella download from 2018-05-01.

The R2.0 to R2.5 is an in-place upgrade and does not require any side-by-side

installation. For an upgrade from R1 to R2.5 please consult R1 to R2 documentation on

the Competella download site.

Competella provides mainstream support for the current release and the previous

release. This means that there will be end of support for the R1 release. Please see time

plan in Product Life Cycle document on Competella download.

Release 2.5

www.competella.com3

New functions and features in Release 2.5

Skilled based routing for CCE Server

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2 Emma2 Olivia2 Frank

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3 Linda3 Bob3 Roger3 Anna

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1 Anders1 Peter1 Sara1 Thomas1 Sophia

2 Emma2 Olivia2 Frank

3 Linda3 Bob3 Roger3 Anna3 Kent3 Eric

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Distribute calls toFirst priority: CL second priority: Longest idle

Setup your agent in priority groups for efficient administration of how the calls are routed to your agents.

Skilled based routing profiles for CCE Server

• With profiles you can easily change which services and priority groups you are currently supporting.

• Use profile templates for easy setup and manage profiles for a group of agents.

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Queue Monitor for CCE and CCW Server

New version of Queue Monitor:

- New layout

- Flexible configuration

- Mix CCE and CCW queues

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Agent Access - Queue Monitor view for CCW Server

• Support for real time monitoring of the queues in Agent Access.

• Manage open/closing of queues and groups

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Web Management - Queue Monitor view for CCW Server

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Support for real time monitoring of the queues in Web Management.

Improved agent call status for CCW Server

Improved controll of call status for the agents. - Talk time can be measured in the statistics- Improved call distribution based on true talk time and

longest idle- Support for wrap-up time.

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Web Management - Schedule Statistics for CCE and CCW Server

Automatic distribution of scheduled reports via mail

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Queue and Agent status in Skype Client for CCW Server

Show queue and agent status on the CCW queues in the Skype client and Multimedia Agent.

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Multimedia Agent - Extended Agent Status for CCE Server

Set different extended agent status in Competella Multimedia Agent

Include extended agent status time in the Advanced Statistics reports

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Agent Conversation log for CCE Server

View last caller and transfer toView list with calls

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Set category for each call

View conversation log in Advanced Statistics

CCE Mail Agent

An incoming mail to a shared mailbox is routed to a Competella Agent. When the Agent answers the mail will popup in the Outlook client.

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An incoming mail to a shared mailbox is routed to a Competella Agent. When the Agent answers the mail will popup in Dynamics.

CCE Mail Agent Dynamics mail

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www.competella.com16

Instant Messaging (chat) from a public web page

CCE Server and CCW Server

Chat from a web page for CCW and CCE Server

Chat from a web page - start

Open chat from a web page The chat will be offered to an agent

Agent side with Skype clientEnd user side with web client

Different Chat queue status

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Chat from a web page - conversation

Agent side with Skype clientEnd user side with web client

Conversation is started Conversation is started

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www.competella.com19

Instant Messaging (chat) from a Skype/Lync client

CCE Server and CCW Server

Chat from a Skype client for CCW and CCE Server

Chat from a Skype/Lync client - start

Open chat from a Skype/Lync client The chat will be offered to an agent

Agent side with Skype clientEnd user side with Skype client

Different Chat queue status

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Chat from a Skype Client - conversation

Agent side with Skype clientEnd user side with Skype client

Conversation is started Conversation is started

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Chat from a Skype Client - conversation

Agent side with Skype clientEnd user side with Skype client

Conversation escalated to a desktop sharing

Conversation is escalated by the end user

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CCE Agent Facebook chat

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XRM integration

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Contact Center Enterprise Contact Center Workgroup

• Automatic popup to an URL including customer phone number as a part the address• Popup of external or embedded Web Page in Multimedia Agent

IVR Express for CCE and CCW Server

• Setup the IVR call flows separately and then linked the call flows to phone number/endpoints.

• Complete call flows can be downloaded / uploaded as files.

• Open and close queues with a telephony interface

• E-mail function

• Exchange Calendar lookup

• Improved Prompt Recorder

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• Benefit from all the power in Outlook to control the call flow.

• The flow will jump to the node name in the active Outlook appointment.

Use the Schedule node to control you call flow from the Outlook calendar.

IVR Express – Schedule Routing

IVR Express – IVR and Queue recording

Enables changing of Voice Prompts using a phone

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AVA Availability Voice Agent

Web based configuration of AVA including AVA profiles

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Web Management – Recording for CCE Server

Web based management of recordings

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Control recording automatic or from the Agent client

Directory Manager - AD import wizard

Configure the automatic AD import from the Directory Manager in Web Management

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Office Client

Web based office tool for searching the Competella Directory and managing Activities

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Performance counters for CCW Server

Add performance counters to monitor the

Competella system in System Center

Operations Manager (SCOM)

- Active Queues

- Answering Time

- Active Calls

- Max Waiting Time

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Customer Satisfaction Survey for CCW Server

• Customer data lookup Integration SMS Integration with third party

• ¨ Who is Calling ¨• ¨Look up¨ in external databases• CRM or internal databases

• Send SMS to dedicated persons or groups

• Send SMS direct from Attendant, Receptionist or Agent

• Integration with Customer Satisfaction Survey systems

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Workforce management – Integration with Teleopti WFM

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Cisco Linestate

• Support for showing line state from a Cisco (Call Manager) user (i.e. idle or busy on the phone) in Multimedia Agent.

• The Cisco Line state is fetch real-time when searching in the Multimedia Agent (not transferred to the SfB Presence server).

• Support for camp-on-busy to a Cisco user (put a call on wait toward a busy Cisco user)

• Separate icon for the Cisco line state in Multimedia Agent in additional to the normal SfB presence information.

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